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Suggestion
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Resolution: Fixed
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None
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335
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36
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NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
Problem Definition
When a customer is part of one single organization, any request created by this customer either from the UI, or by email will be automatically shared with this organization.
It can be a problem if the customer did not have any intention to share the request with the organization:
- when creating the request from the UI, the organization is selected by default so the customer needs to be aware of that and manually set the request as private
- however, when the issue is created by email, the situation is worse as the customer has absolutely no control over the fact that the request will be shared with the organization, so there is no workaround for this scenario
Suggested Solution for this feature request
- Completely turn off the Request Sharing within the user's Organization.
- Or add a new setting allowing project admins to either:
- Set any request private by default
- Or to automatically share issues created via the UI or by email with the single organization the customer is part of
Release notes for solution implemented in 4.7.x
Per https://confluence.atlassian.com/servicedesk/jira-service-desk-4-7-x-release-notes-987143432.html#JiraServiceDesk4.7.xreleasenotes-private, the 2 following changes have been introduced in 4.7.x:
- Customer portal: All new requests are private, regardless of how many organizations you’re in. You can still easily share them by choosing your organization in the drop-down menu when raising a request
- Email: If you’re part of only one organization, new requests will still be shared by default. Don’t like it? You can go to Administration > Applications > Jira Service Desk configuration, and make all requests private by default.
Please note that it is possible to disable the new behavior introduced in the Customer Portal by following the steps below:
- Navigate to the following page to access the Dark Features page:
<baseUrl>/secure/admin/SiteDarkFeatures!Default.jspa
- Enter sd.customer.share.default.private.disabled in the field Enable dark feature, click on the Add button, and verify that the dark feature sd.customer.share.default.private.disabled is listed in the page:
After you followed these steps, if a customer is a member of exactly 1 organization, this organization will be automatically selected in the request creation form (as it used to be the case before JSD 4.7.x
- causes
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- Closed
- is related to
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- Closed
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SSE-638 You do not have permission to view this issue
- relates to
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- Closed
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JSMDC-5338 You do not have permission to view this issue
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| Form Name | |||||||||||
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[JSDSERVER-4382] Allow turning off sharing request with Organization by default when a customer is part of only 1 organization
As per our implementation-of-new-features-policy to get access to new features and improvements for Server and Data Center products, you will need to upgrade to a release that contains the change. Normally it is not backported.
From JSD versions 4.7.x there is an option to make the default sharing as private.
https://confluence.atlassian.com/servicedesk/jira-service-desk-4-7-x-release-notes-987143432.html#JiraServiceDesk4.7.xreleasenotes-private
Is there no way to set the default option as Private?
Please let me know how can I do this.
Best Regards
Was this feature rolled back? I want all my requests to be private by default but the default is to be shared with organizations. I tried to go to Administration > Applications > Jira Service Desk configuration, and make all requests private by default, but I didn't see an option there. Is there a new way to enable private by default for requests?
there are serious use cases to have it set to private... as the user can even when ticket created still share if he wants and the dark feature is also there... so what is the matter.
I'd also like being able to decide for a request type if sharing should be available or not in general -> this comes into play with data protection regulations
I don't like these 'pushed' changes that requests are now by default private, this should have been an option in the UI, like you've did for e-mail.
Thanks for the darkfeature option, please implement this into a UI option.
Thanks Julien,
We're using the cloud version of JSD, will it be possible to disable the setting there too if/when you deploy this change to cloud JSD?
Harel
This is a useful feature, although we would like email requests to be private by default, and for the portal for be shared by default. Can these be split into their own settings?